This document discusses different developer support models for public safety technology platforms. It presents a cost vs commitment matrix that outlines the types of support and enablement provided at each level from self-service to premium support. The matrix shows that higher touch premium support costs more but provides more resources like direct access to engineers. The document also notes how the chosen support model can impact a program's strategy by exploring tradeoffs between broad ecosystem support vs more limited sophisticated partnerships. It provides best practices examples from IBM and Cisco developer programs.

1. DEVELOPER SUPPORT
MODELS
CALIBRATING SERVICE LEVEL
TO COMMITMENT
LAURA FLAMM
CONSULTANT, PARTNER SUPPORT
May 15, 2019

2. COMMANDCENTRAL
SAVE CLICKS. SAVE SECONDS. SAVES LIVES.
PUBLIC SAFETY BIG DATA PLATFORM
FIRST
RESPONDER
COMMAND
& CONTROL
EMERGENCY
CALL HANDLING
RECORDS
& EVIDENCE
RECORDS
SPECIALIST
CALL ROUTINGCITIZEN
LTE
INTEL
ANALYST
CALL TAKER CRIME
ANALYST
CORRECTIONS
OFFICER
DISPATCHER
LMR
Citizen Tips | Calls For Service | IoT Alerts | Video | Reports | Audio Logs | Statements
DETECTIVE

3. COMMANDCENTRAL
SAVE CLICKS. SAVE SECONDS. SAVES LIVES.
PUBLIC SAFETY BIG DATA PLATFORM
FIRST
RESPONDER
COMMAND
& CONTROL
EMERGENCY
CALL HANDLING
RECORDS
& EVIDENCE
RECORDS
SPECIALIST
CALL ROUTINGCITIZEN
LTE
INTEL
ANALYST
CALL TAKER CRIME
ANALYST
CORRECTIONS
OFFICER
DISPATCHER
LMR
Citizen Tips | Calls For Service | IoT Alerts | Video | Reports | Audio Logs | Statements
DETECTIVE
APIs:
911 TEXT MESSAGE EVENTS
911 CALL DETAIL RECORDS
APIs:
DISPATCH DATA
MOBILE UNIT DATA
SITUATIONAL AWARENESS
APIs:
COMMAND CENTER RECORDS DATA
JAIL DATA
DIGITAL EVIDENCE MANAGEMENT
APIs:
LAND MOBILE RADIO
INTELLIGENT MIDDLEWARE
BROADBAND PUSH-TO-TALK
APIs:
ANONYMIZED CRIME DATA

4. 3
4
5
6
1
2
COST VS. COMMITMENT MATRIX
DEVELOPER SUPPORT MODELS
HIGH
TOUCH
LOW
LOW
TOUCH
HIGH
Cost /
Commitment
Support & Enablement
COMMUNITY-
BASED
SUPPORT
ONLINE
TICKET-BASED
SUPPORT
ONE-ON-ONE
E-MAIL
SUPPORT
ACCESS TO
INTERNAL ENG. /
PRODUCT TEAMS
ONE-ON-ONE
PHONE
SUPPORT
ONLINE
TRAINING
SANDBOX /
TEST
ENVIRONMENT
ADDITIONAL TOOLS
OFFERED
(I.E. DEV PLATFORMS,
CODE CHECKER)
ACCESS TO
TEST EQUIPMENT /
LABS
PROGRAM
FEES
SUPPORT
FEES
ANCILLARY SERVICE
FEES
STATUS
REQUIREMENTS

5. 3
4
5
6
1
2
COST VS. COMMITMENT MATRIX
DEVELOPER SUPPORT MODELS
SELF SERVICE
PREMIUM
VALUE
QUALITY
HIGH
TOUCH
LOW
LOW
TOUCH
HIGH
Cost /
Commitment
Support & Enablement
HARDWARE
ELEMENTS
ON-PREM
TELECOM
SAAS
BIG DATA
CLOUD
CREATIVE
NETWORKING
TECHNOLOGIES
CONVERGED
INFRASTRUCTURE
WIDER
ECOSYSTEM
MORE
MATURE
HIGHER
REVENUE
Source: Motorola Solutions Inc. research

6. 3
4
5
6
1
2
COST VS. COMMITMENT MATRIX
DEVELOPER SUPPORT MODELS
PREMIUM
VALUE
QUALITY
HIGH
TOUCH
LOW
LOW
TOUCH
HIGH
Cost /
Commitment
Support & Enablement
• Higher Program Fees
• Generous support
• Access to support resources
limited to higher level partners
• Higher touch elements such as
direct access to engineers
• Higher Program Fees
• Limited/fee-based support
• Fee-based training
• Access to support resources
limited to higher level partners
• Low/No Program Fees
• Focus on community-based
support
• Self-serve access model
• Low/No Program Fees
• Personalized support (ie account
managers) available
• Multiple routes to getting support
• Training and testing access
SELF SERVICE

7. 3
4
5
6
1
2
PROGRAM STRATEGY IMPLICATIONS
DEVELOPER SUPPORT MODELS
How can the choice of support model impact overall program strategy?
STREAMLINE CUSTOMER
PROCESSES
EXTEND CHANNELS
CREATE INNOVATIVE NEW VALUE
DEVELOPER PROGRAM OBJECTIVES
Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017

8. 3
4
5
6
1
2
PROGRAM STRATEGY IMPLICATIONS
DEVELOPER SUPPORT MODELS
How can the choice of support model impact overall program strategy?
DEVELOPER PROGRAM OBJECTIVES
Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017
SELF SERVICE & VALUE
• Broad ecosystem/high volume
• Spread out support costs
• Bet on revenue generation potential
• Create stickiness
STREAMLINE CUSTOMER
PROCESSES
EXTEND CHANNELS
CREATE INNOVATIVE NEW VALUE

9. 3
4
5
6
1
2
PROGRAM STRATEGY IMPLICATIONS
DEVELOPER SUPPORT MODELS
How can the choice of support model impact overall program strategy?
DEVELOPER PROGRAM OBJECTIVES
Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017
PREMIUM & QUALITY
• Limited ecosystem/lower volume
• Filling product gaps = need for accuracy
• More sophisticated technologies = less
existing knowledge
• Direct tie to revenue
STREAMLINE CUSTOMER
PROCESSES
EXTEND CHANNELS
CREATE INNOVATIVE NEW VALUE

10. 3
4
5
6
1
2
SUPPORT MODEL BEST PRACTICES
DEVELOPER SUPPORT MODELS
 Extensive online training covers both app building and product
 Monthly ‘office hours’: structured, targeted access to program staff
 Tiered support options with response time based on priority level
 Extensive online training 'PartnerWorld University' and 'developerworks'
 Access to IBM's Innovation Centers
 PartnerWorld Contact Services, including phone, chat and e-mail support
 Program Concierge support for Gold (and higher) partners and IBM technical
expert consultations for Platinum partners
 Extensive online training offering through 'Cisco DevNet' developer community
 Support ticket system within Solutions Partner portal for submitting questions
 ‘Support cases‘ limited according to partner tier; basic level purchases tickets
 Free community-based support also available on DevNet and free sandbox
access

11. Q & A

12. THANK YOU
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